Starting out with Kayako

Welcome to Kayako! We're so happy to have you here! To help
you start serving your customers using Kayako, we've put together
this guide to walk you through the basics of getting up and
running. Each step below will walk you through the basics, and
then link off to an article with detailed explanations and
instructions for that particular task.

We've
charted the following course to help you get started helping your
customers as quickly and smoothly as possible:

Step 2: Add user accounts for your staff

After you've taken a look around, it's a good idea to start
adding user accounts for your agents. Each agent will need
their own user account, which will let them log in to the
agent area and start viewing and responding to
conversations. You can quickly add staff users from the
admin area, by clicking Team Directory on
the sidebar.

NOTE: The number of agent accounts you'll be able to add
depends on how many seats your subscription
includes.

Step 3: Set up your email, real-time, and
social support channels

Next step is to get Kayako ready to take questions from your
customers—no matter what their preferred method of
communication. By default, your customers can start up a
new conversation from your Help Center, but you'll likely
also want to:

Add one or more email addresses that Kayako
will use to receive and send messages. Learn more in
our article on configuring email accounts.

Step 4: Get your team ready to
start handling conversations

Once you have a support channel or two set up, it's time to
get your team started with actually replying to and
updating conversations. Each conversation combines a
unified timeline of your interactions with the customer, on
any channel, with a powerful toolbar that lets you reply
to, assign, categorize, and otherwise move the conversation
along.

Step 5: Fine tune your views

As your queue starts to get busier, it's useful to give your
support team lots of ways to slice and dice their workload.
Maybe they need to see only the conversations assigned to
their team, only the conversations from a particular
organization, or only the conversations set to a particular
priority level. Customizing views lets you filter
conversations however you want.

Step 6: Add content to your Help Center

Since self-service is a valuable resource for your support
team, now is a good time to get some content up onto your
Help Center. Kayako includes a set of frictionless content
management tools, allowing you to add, edit, and organize
your self-service content right from the Help Center.